Support Engineer - Remote

Overview

The Support Engineer will be a pivotal team member, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT Generalist experience to resolve technical challenges efficiently.

In Short

• Conduct thorough research and identify effective solutions to both software and hardware issues.
• Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.
• Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.
• Ensure that all issues are accurately logged and tracked in the system.
• Effectively prioritize and manage multiple open issues simultaneously.
• Follow up with clients to verify that their IT systems are fully functional post-resolution.

Requirements

• 3-5 years of proven experience in Helpdesk/Desktop Support, preferably within a Managed Service Provider (MSP) environment.
• Advanced technical troubleshooting expertise, with the ability to identify and resolve issues across various IT environments.
• Strong communication skills, with the ability to interact effectively with end-users through phone, remote sessions, and in-person meetings, ensuring issues are fully understood and resolved.
• Professional IT certifications such as MCSA or MCSE (Microsoft 365 & Azure), Cisco CCNA, CCNP, CCIE, or VMware VCP are highly preferred but not required.

Benefits

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.